Senior Manager, CX Adoption Analytics & Insights Lead

Senior Manager, CX Adoption Analytics & Insights Lead Responsibilities:

• Establish standards, frameworks, and best practices for adoption measurement and behavioral analytics.
• Build organizational capability to interpret/apply adoption and value-realization metrics.
• Facilitate knowledge sharing across business units with analytical insights and methodologies.
• Influence business/product decisions through evidence-based recommendations.
• Establish and own platform engagement baselines; track core success metrics (active colleagues in last 30 days; Sean Ellis “very disappointed” test).
• Define and track behavioral telemetry (depth, breadth, long-term retention) and identify drop-off/friction down to the step.
• Diagnose root causes for missed targets (workflow-fit, comprehension, motivation/awareness, or structural barriers) and route recommendations to the right function.
• Partner to measure readiness vs. “vanity completion” (module completion vs. actually ready; joined channel vs. actually engaged).
• Partner cross-functionally to measure learning, community, and communications performance; synthesize into shared best tactics/channels/segments.
• Define and measure value delivery per platform (time saved, error/rework reduction, quality, satisfaction), and report ROI/value realization using leading + efficiency indicators.
• Feed real-time usage insights to enable targeted re-engagement campaigns for dormant users.

• Bachelor’s degree in Data Science/Analytics/Business/Marketing or related.
• 6–8+ years in product analytics, digital telemetry, or marketing growth analytics.
• Strong data visualization (e.g., Tableau/PowerBI) and product analytics platforms.
• Experience building measurement standards adopted across teams.
• Ability to influence decisions via data storytelling and cross-functional alignment.
• Experience with activation funnels/adoption metrics and cohorts/PMF/Sean Ellis-style testing.
• Set KPI targets, build dashboards, run hypothesis-test-and-scale.
• Strong data storytelling to non-technical stakeholders.
• Root-cause diagnostics for adoption stalls and routing.
• Measure value-delivery outcomes (not just usage).

• Worked with product management, learning, or marketing in growth environments.
• ONA/workplace analytics knowledge; enterprise telemetry/API integration familiarity.
• Experience in pharmaceutical/healthcare or other regulated environments.

Work Location:

Hybrid